Oktopost links the people who engage with your brand on social media to your Salesforce Leads and Contacts, so their social activity syncs to the right CRM records. When matches are missing, it is almost always down to permissions, timing, or how the records are named.
How Matching Works
When someone engages with your content, Oktopost compares them against your Salesforce Leads and Contacts and surfaces likely matches for you to review. You confirm each match before it links. Contacts move through these stages:
- New: people who recently engaged with your brand.
- Pending: contacts Oktopost flags as likely to have a Salesforce record you can link to.
- Linked: contacts already connected to a Salesforce Lead or Contact.
Oktopost uses available identifiers such as name and email to find matches. Social profiles, especially on LinkedIn, often use a personal email, so a person's name is frequently the strongest matching signal.
To link a contact, open the contact card, review the suggested Salesforce match, and click Link. Choose the person's Lead or Contact record as appropriate. Once linked, their past and future social activity syncs on their next social activity. For the full linking workflow, see Managing Your Contacts.
Requirements for Matching
For the full list of objects and fields the integration user needs, see Salesforce Integration Permissions.
How Long Matching Takes
When you first connect Salesforce, it can take up to a few weeks for Oktopost to index your Leads and Contacts and surface matches. After that, Oktopost re-checks for new records periodically, so a brand-new Salesforce record may not appear as a suggested match right away.
Why Suggested Matches Are Missing
| Cause | What to do |
|---|---|
| The integration user lacks Read access to the Email field | Grant Read access on the Email field for Leads and Contacts, then wait for the next re-check. |
| The Salesforce record was created very recently | Allow time for indexing, then refresh. New records are re-checked periodically. |
| The name differs between systems, such as a nickname, middle initial, or a title like "Mr." | Matching may not trigger automatically. Link the record manually from the contact card. |
| The social profile uses a personal email and the CRM record uses a work email | Link the record manually, since the email addresses do not match. |
| The record belongs to a former employer or is a duplicate | Confirm the correct current record in Salesforce before linking. |
Matching Non-LinkedIn Networks
Activities from networks other than LinkedIn also match to Salesforce records, but the volume is usually lower because fewer profiles use real names on those networks. To capture more of these matches, make sure the corresponding Leads or Contacts exist in Salesforce, then link them from the contact card.
Linking in Bulk
Oktopost cannot automatically link social profiles to Salesforce records in bulk. Because of LinkedIn platform restrictions, each potential match must be reviewed and confirmed before it links.
To work through a large backlog efficiently, export your contacts to a CSV file from the Contacts page. The export includes a column for each integration, so you can see which contacts are linked to Salesforce and prioritize the records that still need linking.
Frequently Asked Questions
Someone is both a Lead and a Contact in Salesforce. Which record do I link?
In the Pending tab, Oktopost shows the option to link either the Lead record or the Contact record. Choose the record you want the social activity to sync to.
I linked a contact, but I don't see their activity in Salesforce yet.
Activity syncs the next time the linked person engages on social media, so there can be a short delay. Account-level reporting also requires the contact to be associated with a Salesforce account.
A contact is showing under the wrong account. How do I fix it?
This can happen when a person has records from more than one connected source. Open the contact, edit the Account Name field, and re-save it to refresh the correct account association.